Payments suddenly failing (Authorisation failed)

Resolved

(@feathersisgreat)

A few days ago all payments started to fail, using either CC or Paypal. Users get as far as entering their CC details etc. or logging into Paypal (which shows the correct order ££ amount), but when they try to place the order, it says “Oops, something went wrong. Please try a different payment method.”
The WooCommerce Orders page lists the payments as Failed, with the following error message:

“Braintree (Credit Card) Payment Failed (Authorization Failed, please verify the user for the API credentials provided can perform transactions and that the request data is correct.) Order status changed from Pending payment to Failed.”)

I’m unaware of having made any changes or updates to our theme or plugins etc. from my side to trigger this. I’ve since updated everything to the latest versions but the problem persists. This kind of thing is really beyond my limited skillset – please help!

I’ve pasted the WooCommerce status below. Many thanks indeed for any help you can offer.


### WordPress Environment ###

WordPress address (URL): https://meditationinliverpool.org.uk
Site address (URL): https://meditationinliverpool.org.uk
WC Version: 4.3.1
REST API Version: ✔ 1.0.10
WC Blocks Version: ✔ 2.7.2
Action Scheduler Version: ✔ 3.1.6
WC Admin Version: ✔ 1.3.1
Log Directory Writable: ✔
WP Version: 5.4.2
WP Multisite: –
WP Memory Limit: 256 MB
WP Debug Mode: –
WP Cron: ✔
Language: en_GB
External object cache: –

### Server Environment ###

Server Info: LiteSpeed
PHP Version: 7.3.20
PHP Post Max Size: 8 MB
PHP Time Limit: 30
PHP Max Input Vars: 5000
cURL Version: 7.62.0
OpenSSL/1.0.2k

SUHOSIN Installed: –
MySQL Version: 10.2.32-MariaDB-log-cll-lve
Max Upload Size: 2 MB
Default Timezone is UTC: ✔
fsockopen/cURL: ✔
SoapClient: ❌ Your server does not have the SoapClient class enabled - some gateway plugins which use SOAP may not work as expected.
DOMDocument: ✔
GZip: ✔
Multibyte String: ✔
Remote Post: ✔
Remote Get: ✔
Zapier Integration - Active Feeds: ✔ 7 active Zapier Feeds.
Zapier Integration - Cron Tasks: ✔ 0 pending Zapier cron tasks.
Zapier Feed #1 Name: ✔ New Order
Zapier Feed #1 Webhook URL: ✔ https://hooks.zapier.com/hooks/catch/4668745/o153bh1/
Zapier Feed #1 Trigger: ✔ New Order
Zapier Feed #1 Test Result: ✔ Successfully sent sample data to https://hooks.zapier.com/hooks/catch/4668745/o153bh1/.
Zapier Feed #2 Name: ✔ Tuesday GP 24-03-20
Zapier Feed #2 Webhook URL: ✔ https://hooks.zapier.com/hooks/catch/4668745/o154jc9/
Zapier Feed #2 Trigger: ✔ New Order
Zapier Feed #2 Test Result: ✔ Successfully sent sample data to https://hooks.zapier.com/hooks/catch/4668745/o154jc9/.
Zapier Feed #3 Name: ✔ Tuesday GP 17-03-2020
Zapier Feed #3 Webhook URL: ✔ https://hooks.zapier.com/hooks/catch/4668745/o15jxc3/
Zapier Feed #3 Trigger: ✔ New Order
Zapier Feed #3 Test Result: ✔ Successfully sent sample data to https://hooks.zapier.com/hooks/catch/4668745/o15jxc3/.
Zapier Feed #4 Name: ✔ Tuesday 17-03-20 Morning Meditation
Zapier Feed #4 Webhook URL: ✔ https://hooks.zapier.com/hooks/catch/4668745/o1rntyi/
Zapier Feed #4 Trigger: ✔ New Order
Zapier Feed #4 Test Result: ✔ Successfully sent sample data to https://hooks.zapier.com/hooks/catch/4668745/o1rntyi/.
Zapier Feed #5 Name: ✔ Wednesday 18-03-2020 Morning
Zapier Feed #5 Webhook URL: ✔ https://hooks.zapier.com/hooks/catch/4668745/o1r7zwl/
Zapier Feed #5 Trigger: ✔ New Order
Zapier Feed #5 Test Result: ✔ Successfully sent sample data to https://hooks.zapier.com/hooks/catch/4668745/o1r7zwl/.
Zapier Feed #6 Name: ✔ Thursday 19-03-2020 Morning Meditation
Zapier Feed #6 Webhook URL: ✔ https://hooks.zapier.com/hooks/catch/4668745/o1rvdo3/
Zapier Feed #6 Trigger: ✔ New Order
Zapier Feed #6 Test Result: ✔ Successfully sent sample data to https://hooks.zapier.com/hooks/catch/4668745/o1rvdo3/.
Zapier Feed #7 Name: ✔ Thursday Modern Buddhism 1903
Zapier Feed #7 Webhook URL: ✔ https://hooks.zapier.com/hooks/catch/4668745/o18gskf/
Zapier Feed #7 Trigger: ✔ New Order
Zapier Feed #7 Test Result: ✔ Successfully sent sample data to https://hooks.zapier.com/hooks/catch/4668745/o18gskf/.

### Database ###

WC Database Version: 4.3.1
WC Database Prefix: wp_
Total Database Size: 166.79MB
Database Data Size: 124.10MB
Database Index Size: 42.69MB
wp_woocommerce_sessions: Data: 0.24MB + Index: 0.01MB + Engine MyISAM
wp_woocommerce_api_keys: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
wp_woocommerce_attribute_taxonomies: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
wp_woocommerce_downloadable_product_permissions: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
wp_woocommerce_order_items: Data: 0.39MB + Index: 0.28MB + Engine MyISAM
wp_woocommerce_order_itemmeta: Data: 3.51MB + Index: 2.68MB + Engine MyISAM
wp_woocommerce_tax_rates: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
wp_woocommerce_tax_rate_locations: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
wp_woocommerce_shipping_zones: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
wp_woocommerce_shipping_zone_locations: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
wp_woocommerce_shipping_zone_methods: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
wp_woocommerce_payment_tokens: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
wp_woocommerce_payment_tokenmeta: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
wp_woocommerce_log: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
wp_actionscheduler_actions: Data: 2.66MB + Index: 0.77MB + Engine MyISAM
wp_actionscheduler_claims: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
wp_actionscheduler_groups: Data: 0.00MB + Index: 0.01MB + Engine MyISAM
wp_actionscheduler_logs: Data: 1.37MB + Index: 0.95MB + Engine MyISAM
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wp_comments: Data: 7.77MB + Index: 2.42MB + Engine MyISAM
wp_links: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
wp_litespeed_img_optm: Data: 0.92MB + Index: 0.41MB + Engine MyISAM
wp_options: Data: 8.76MB + Index: 0.70MB + Engine MyISAM
wp_pmxi_files: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
wp_pmxi_history: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
wp_pmxi_images: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
wp_pmxi_imports: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
wp_pmxi_posts: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
wp_pmxi_templates: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
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wp_posts: Data: 20.99MB + Index: 2.88MB + Engine MyISAM
wp_slp_extendo_meta: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
wp_store_locator: Data: 0.00MB + Index: 0.01MB + Engine MyISAM
wp_termmeta: Data: 0.01MB + Index: 0.01MB + Engine MyISAM
wp_terms: Data: 0.00MB + Index: 0.01MB + Engine MyISAM
wp_term_relationships: Data: 0.07MB + Index: 0.17MB + Engine MyISAM
wp_term_taxonomy: Data: 0.00MB + Index: 0.01MB + Engine MyISAM
wp_usermeta: Data: 2.87MB + Index: 1.86MB + Engine MyISAM
wp_users: Data: 0.18MB + Index: 0.22MB + Engine MyISAM
wp_wc_admin_notes: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
wp_wc_admin_note_actions: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
wp_wc_category_lookup: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
wp_wc_customer_lookup: Data: 0.20MB + Index: 0.19MB + Engine MyISAM
wp_wc_download_log: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
wp_wc_order_coupon_lookup: Data: 0.00MB + Index: 0.01MB + Engine MyISAM
wp_wc_order_product_lookup: Data: 0.37MB + Index: 0.32MB + Engine MyISAM
wp_wc_order_stats: Data: 0.22MB + Index: 0.17MB + Engine MyISAM
wp_wc_order_tax_lookup: Data: 0.04MB + Index: 0.05MB + Engine MyISAM
wp_wc_product_meta_lookup: Data: 0.07MB + Index: 0.09MB + Engine MyISAM
wp_wc_reserved_stock: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
wp_wc_tax_rate_classes: Data: 0.00MB + Index: 0.01MB + Engine MyISAM
wp_wc_webhooks: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
wp_wfblockediplog: Data: 0.13MB + Index: 0.09MB + Engine MyISAM
wp_wfblocks7: Data: 0.10MB + Index: 0.07MB + Engine MyISAM
wp_wfconfig: Data: 3.87MB + Index: 0.01MB + Engine MyISAM
wp_wfcrawlers: Data: 0.01MB + Index: 0.00MB + Engine MyISAM
wp_wffilechanges: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
wp_wffilemods: Data: 7.71MB + Index: 1.56MB + Engine MyISAM
wp_wfhits: Data: 0.70MB + Index: 0.16MB + Engine MyISAM
wp_wfhoover: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
wp_wfissues: Data: 0.04MB + Index: 0.01MB + Engine MyISAM
wp_wfknownfilelist: Data: 4.02MB + Index: 0.49MB + Engine MyISAM
wp_wflivetraffichuman: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
wp_wflocs: Data: 0.01MB + Index: 0.00MB + Engine MyISAM
wp_wflogins: Data: 0.40MB + Index: 0.08MB + Engine MyISAM
wp_wfls_2fa_secrets: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_wfls_settings: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_wfnotifications: Data: 0.01MB + Index: 0.00MB + Engine MyISAM
wp_wfpendingissues: Data: 0.00MB + Index: 0.01MB + Engine MyISAM
wp_wfreversecache: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
wp_wfsnipcache: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
wp_wfstatus: Data: 0.38MB + Index: 0.17MB + Engine MyISAM
wp_wftrafficrates: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
wp_wpforms_tasks_meta: Data: 0.07MB + Index: 0.00MB + Engine MyISAM
wp_wpmailsmtp_tasks_meta: Data: 0.00MB + Index: 0.00MB + Engine MyISAM

### Post Type Counts ###

attachment: 1304
avada_faq: 8
custom_css: 1
fusion_element: 25
fusion_template: 4
nav_menu_item: 40
oembed_cache: 1
page: 78
popup: 1
popup_theme: 7
product: 770
revision: 1110
seopress_404: 9178
shop_coupon: 2
shop_order: 4676
shop_order_refund: 102
shop_subscription: 70
slide: 30
ticket-meta-fieldset: 2
tribe_events: 369
tribe_organizer: 1
tribe_rsvp_attendees: 42
tribe_venue: 45
tribe_wooticket: 6558
wc_zapier_feed: 7
wpforms: 4
xlwcty_thankyou: 1

### Security ###

Secure connection (HTTPS): ✔
Hide errors from visitors: ✔

### Active Plugins (26) ###

Content Update Scheduler: by Infinitnet – 1.0
Enable Media Replace: by ShortPixel – 3.4.1
Event Tickets Plus: by Modern Tribe
Inc. – 4.12.2

Event Tickets: by Modern Tribe
Inc. – 4.12.2

Facebook for WooCommerce: by Facebook – 1.11.4 – Installed version not tested with active version of WooCommerce 4.3.1
KMC Liverpool Theme Builder: by ThemeFusion – 3.0.1
KMC Liverpool Theme Core: by ThemeFusion – 5.0.1
Fusion White Label Branding: by ThemeFusion – 1.1.4
LiteSpeed Cache: by LiteSpeed Technologies – 3.2.4
Popup Maker: by Popup Maker – 1.11.0
Store Locator Plus®: by Store Locator Plus® – 5.5.9
The Events Calendar: by Modern Tribe
Inc. – 5.1.4

Event Tickets Plus Extension: Enhance Woo Order Templates: by Modern Tribe
Inc. – 1.0.1 – Installed version not tested with active version of WooCommerce 4.3.1

Advanced Order Export For WooCommerce: by AlgolPlus – 3.1.4 – Installed version not tested with active version of WooCommerce 4.3.1
NextMove Lite - Thank You Page for WooCommerce: by XLPlugins – 2.12.0 – Installed version not tested with active version of WooCommerce 4.3.1
WooCommerce Admin: by WooCommerce – 1.3.1 – Installed version not tested with active version of WooCommerce 4.3.1
WooCommerce PayPal Powered by Braintree Gateway: by WooCommerce – 2.3.11 – Installed version not tested with active version of WooCommerce 4.3.1
WooCommerce Subscriptions: by Prospress Inc. – 2.5.2 – Installed version not tested with active version of WooCommerce 4.3.1
WooCommerce to Zoom: by Martin Gibson – 2.6 – Installed version not tested with active version of WooCommerce 4.3.1
WooCommerce Zapier Integration: by OM4 – 1.9.6 – Installed version not tested with active version of WooCommerce 4.3.1
WooCommerce: by Automattic – 4.3.1
Wordfence Security: by Wordfence – 7.4.9
WP Mail SMTP: by WPForms – 2.2.1
SEOPress PRO: by SEOPress – 3.8.9
SEOPress: by SEOPress – 3.8.9
WPForms Lite: by WPForms – 1.6.1

### Inactive Plugins (1) ###

Invisible reCaptcha: by Mihai Chelaru – 1.2.3

### Dropin Plugins (1) ###

advanced-cache.php: advanced-cache.php

### Settings ###

API Enabled: –
Force SSL: –
Currency: GBP (£)
Currency Position: left
Thousand Separator: ,
Decimal Separator: .
Number of Decimals: 2
Taxonomies: Product Types: external (external)
grouped (grouped)
simple (simple)
subscription (subscription)
variable (variable)
variable subscription (variable-subscription)

Taxonomies: Product Visibility: exclude-from-catalog (exclude-from-catalog)
exclude-from-search (exclude-from-search)
featured (featured)
outofstock (outofstock)
rated-1 (rated-1)
rated-2 (rated-2)
rated-3 (rated-3)
rated-4 (rated-4)
rated-5 (rated-5)

Connected to WooCommerce.com: –

### WC Pages ###

Shop base: ❌ Page visibility should be public
Basket: #4888 - /basket/
Checkout: #4889 - /checkout/
My account: #4890 - /my-account/
Terms and conditions: #5120 - /booking-terms-conditions/

### Theme ###

Name: Avada Child
Version: 1.0.0
Author URL: https://theme-fusion.com
Child Theme: ✔
Parent Theme Name: Avada
Parent Theme Version: 7.0.1
Parent Theme Author URL: http://themeforest.net/user/ThemeFusion
WooCommerce Support: ✔

### Templates ###

Overrides: Avada/woocommerce/cart/cart.php
Avada/woocommerce/checkout/form-pay.php
Avada/woocommerce/checkout/review-order.php
Avada/woocommerce/checkout/thankyou.php
Avada-Child-Theme/woocommerce/emails/customer-completed-order.php version 3.5.0 is out of date. The core version is 3.7.0
Avada/woocommerce/loop/loop-start.php
Avada/woocommerce/single-product/add-to-cart/variable.php
Avada/woocommerce/single-product/short-description.php
Avada/woocommerce/single-product/tabs/additional-information.php
Avada/woocommerce/single-product/tabs/description.php

Outdated Templates: ❌
					
					
						Learn how to update

### Subscriptions ###

WCS_DEBUG: ✔ No
Subscriptions Mode: ✔ Live
Subscriptions Live URL: https://meditationinliverpool.org.uk
Subscription Statuses: trash: 17
wc-active: 30
wc-pending-cancel: 2
wc-pending: 8
wc-on-hold: 13

WooCommerce Account Connected: ❌ No
Report Cache Enabled: ✔ Yes
Cache Update Failures: ✔ 0 failure

### Store Setup ###

Country / State: United Kingdom (UK)

### Subscriptions by Payment Gateway ###

Braintree (Credit Card): trash: 14
wc-active: 21
wc-on-hold: 10
wc-pending: 8
wc-pending-cancel: 1

Braintree (PayPal): trash: 3
wc-active: 9
wc-on-hold: 3
wc-pending-cancel: 1

### Payment Gateway Support ###

Braintree (Credit Card): products
card_types
payment_form
tokenization
charge
charge-virtual
authorization
capture_charge
customer_decline_messages
refunds
voids
customer_id
add_payment_method
token_editor
apple_pay
subscriptions
subscription_suspension
subscription_cancellation
subscription_reactivation
subscription_amount_changes
subscription_date_changes
multiple_subscriptions
subscription_payment_method_change_customer
subscription_payment_method_change_admin

Braintree (PayPal): products
card_types
payment_form
tokenization
charge
charge-virtual
authorization
capture_charge
customer_decline_messages
refunds
voids
customer_id
add_payment_method
token_editor
subscriptions
subscription_suspension
subscription_cancellation
subscription_reactivation
subscription_amount_changes
subscription_date_changes
multiple_subscriptions
subscription_payment_method_change_customer
subscription_payment_method_change_admin

### Braintree (Credit Card) ###

Environment: Production
Tokenization Enabled: ✔
Debug Mode: Off

### Braintree (PayPal) ###

Environment: Production
Tokenization Enabled: ✔
Debug Mode: Off

### Action Scheduler ###

Complete: 7,166
Oldest: 2020-07-20 10:15:43 +0100
Newest: 2020-07-23 14:10:14 +0100

Failed: 4
Oldest: 2019-06-11 17:00:13 +0100
Newest: 2019-06-13 16:59:59 +0100

Pending: 38
Oldest: 2020-07-23 14:22:22 +0100
Newest: 2020-08-17 08:56:45 +0100

Viewing 2 replies - 1 through 2 (of 2 total)

Thread Starter feathersisgreat
(@feathersisgreat)

3 years, 9 months ago

ok, sorted. our web guy was asleep at the wheel and missed an urgent message re. potential card attacks – the account has been suspended pending action from our side. he’s now on it!

Marcus, SkyVerge Support
(@marcusskyverge)

3 years, 9 months ago

Hi @feathersisgreat,

Thanks for reaching out and for keeping us updated here. Unfortunately, these things do happen and I hope it gets reactivated shortly!

Are there any other questions I can answer for you? Please don’t hesitate to let me know.

Thanks!
Marcus

Viewing 2 replies - 1 through 2 (of 2 total)

The topic ‘Payments suddenly failing (Authorisation failed)’ is closed to new replies.